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Enhancing Critical Communications at McKenzie Aged Care with Webex and Peak Insight

Enhancing Critical Communications at McKenzie Aged Care with Webex and Peak Insight

  • The Result?
  • Cost Reduction
  • Increased Productivity
  • Streamlined Recruitment
The Problem

McKenzie Aged Care’s on-premises video conferencing was limited to a few meeting rooms, causing cross-functional coordination and communication inefficiencies, especially for large projects and incident response.

Challenges:

  • Restricted access to video conferencing in limited meeting rooms.
  • Inadequate participant capacity per conference bridge.
  • Reliance on emails for project management leads to lost information and ineffective tracking.
  • Need for a more accessible and secure communication tool to support remote work.
The Solution

The Solution
McKenzie Aged Care collaborated with Peak Insight to implement Webex by Cisco, a secure and reliable cloud-based video conferencing platform integrated with their existing telephony system.

Benefits:

  • Enhanced contactability for staff, residents, and families is crucial in aged care.
  • Enabled flexible work arrangements for about 120 staff, facilitating remote operations.
  • Improved project management and decision-making capabilities during critical periods.
  • Creation of dedicated Webex Spaces for efficient incident response and issue escalation.

Products:

  • Webex Meetings
  • Webex Calling
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Unified Contact Centre Express (UCCX)
  • Peak Wallboard for UCCX
  • Peak Number-to-Name

Opal Packaging focuses on Customer Experience with multi-year Peak Insight Webex Calling and Contact Centre Cloud Managed Service

  • The Result?
  • Salesforce CRM Supercharged
  • Enterprise-Ready Calling
  • CX Reimagined
The Problem

The legacy on-premise telephony and contact centre platforms at Opal Packaging were suffering from reliability issues and limited capabilities – simply unable to deliver required customer experience improvements, or scale to match the company’s growth.

In addition, the company wanted to simplify operations by shifting from the complexity of the existing on-premise system to a cloud-based managed service.

Challenges:
Reliability Issues
Limited capabilities
Unable to scale in line with company growth

The Solution

A Peak Insight Managed Service powered by Webex Calling and Webex Contact Centre platforms, integrated with Salesforce to provide Customer Experience enhancements, enterprise-grade calling and scalability.

Benefits:
Improved Customer Experience
Native Salesforce CRM integration
Enterprise-grade calling
Improved call quality and reliability

Products:
Webex Calling
Webex Contact Centre
Samwin Attendant Console
Peak Wallboard and Analytics for Webex Calling

Mobile Workforce Messaging at the Department of Health and Human Services (DHHS)

  • The Result?
  • 23% Increased productivity
  • 100% Compliance visibility
  • 30% Cost saving
The Problem

Legacy paging system workflow: an SMS paging service (manned 24×7) was in place to receive calls from emergency services, manually transcribing messages for group SMS transmission to a mobile workforce.

Challenges:
Operationally inefficient
Limited compliance
High cost

The Solution

Peak Secure Messaging: by integrating an existing Cisco Unified Contact Centre Express (UCCX) investment with the cloud-based Peak Secure Messaging platform, Peak Insight was able to provide automated message recording, transcription, retention and intelligent insertion of key contact information – all posted to the mobile workforce securely via Cisco Webex Teams.

Benefits:
Improved productivity
Improved safety
Improved compliance

Products:
Peak Secure Messaging
Cisco Unified Contact Centre Express (UCCX)
Cisco Webex Teams
Peak Insight Project Services